CBS Issues Statement on TNG S1 Disc Replacement

Just six days after the official release of Star Trek: The Next Generation – Season 1 on Blu-Ray, CBS have issued a press release regarding a disk replacement programme for the three discs in the set affected by audio problems. It’s wonderful to see CBS reacting so fast to the problem. Here’s the statement in full, including what you need to do to get your new discs:

Dear Star Trek Fans,

We have discovered an anomaly in the English 7.1 DTS Master Audio track in our Star Trek: The Next Generation Season 1 Blu-ray Box set. There are some episodes that inadvertently had their front channel designations incorrectly mapped, resulting in an undesired playback experience when listening to them in a 7.1 or 5.1 Surround Sound environment.

We are quickly working to remedy the situation. Replacement discs (Disc 1, 3 and 4) will be made available free of charge. Please email phe.stng@bydeluxe.com for details regarding the replacement program. You may also call 877-DELUXE6 ( 877-335-8936 ) between 8am to 6pm Pacific, Monday-Friday.

We strive to provide our fans the best Blu-ray experience possible and sincerely apologize for this inconvenience.

Update: Aug 8, 2012: UK Disk Replacement Service
Paramount Home Entertainment (UK) have confirmed details for a blu-ray disk replacement service for those fans who purchased the set in the UK. The full details are included below:

We have discovered an anomaly in the English 7.1 DTS Master Audio track in our Star Trek: The Next Generation Season 1 Blu-ray Box set. There are some episodes that inadvertently had their front channel designations incorrectly mapped, resulting in an undesired playback experience when listening to them in a 7.1 or 5.1 Surround Sound environment. In addition, we have taken this opportunity to correct a few minor issues that were found on other episodes.

We are quickly working to remedy the situation by recalling affected product and replacing it. Corrected versions can be identified by the appearance of a red Delta on the spine and will contain barcode no: 5051368241838 for ease of identification. If you purchased the box set prior to the recall, this will be replaced and will be made available free of charge. Please email stng@sonydadc.com for details regarding the replacement program. You may also call 01992 657 739 Monday-Friday between 9:00 a.m. and 5:30 p.m.

We strive to provide our fans the best Blu-ray experience possible and sincerely apologise for this inconvenience.

Please note that Amazon (worldwide) is now actively contacting customers regarding this replacement. Please wait to hear from them!

Riker

What exactly means: “We have taken this opportunity to correct a few minor issues that were found on other episodes”? Even sound problems or others? In the episode “the naked now” right on the start picard is saying “We’re flying with warp…” and on the screen the ship is flying with impulse! In TOS thes corrected things like that! Why don’t they have done it here??

trekcore

I should expect that all sound problems will be fixed in the re-issued discs. CBS have paid very close attention to fan feedback regarding the problems with the audio tracks, so they should all be perfect in the corrected versions! Regarding other minor issues, CBS should be clarifying which other issues have been fixed soon. Again, they have listened closely to fan feedback and taken that on-board when fixing the discs.

trekcore

Regarding corrections of things like the “Flying with warp” line in “The Naked Now”, those sorts of things won’t be corrected. CBS are trying to stay totally faithful to the original show – sticking to the original version shot by shot as they know how fans are intimately familiar with all 178 episodes. Only obvious mistakes such as filming equipment being visible and onscreen graphics requiring correction are being ‘fixed’.

Riker

It’s both funny and sad some how that the professional sound engineer who perhaps is not payed bad for this big project don’t can do the sound right by himself. I mean, the sound is the only thing he has to deal with! I don’t know but I guess this correction(s) costs CBS/Paramount A LOT!? They have to replace it all over the world so it’s like a secound release but not beeing payed for it! It’s not my problem but I find it very bad for the great remastering team! I hope the sound-engineer has learned from it!!!! (Excuse my english if it’s not so good, I’m from Germany 🙂

trekcore

I must admit I’m surprised that the mistake got past the sound engineers working on the project, however with a project so large and such tight time constraints to meet the release deadline even the most seasoned professional can make mistakes. I would certainly agree that replacing the affected discs will cost CBS a lot – but the fact that they are willing to do it just shows their dedication to making this release the ultimate one for all fans. I’m thrilled that they’ve taken such quick action! And your English is great, Riker!!

Riker

Fist of all I’m happy that my English is understandable (And I’m open for being corrected cause my universal translator sometimes fails maybe) 😉 … Yes of course mistakes can happen cause we are all humans right!?! I’m sure from now on they will lay even more attention on proving things like that so that in the future releases that kind of mistakes won’t show (ing)? up again!

trekcore

Oh exactly. I’m quite sure now that with future seasons the quality control department will be paying VERY close attention to the audio tracks and other details! CBS knows how passionate the fans are about Star Trek, so of course they want the final product to be perfect 🙂

tigana

This is a reply I got regarding European exchange program (I bought the set at UK’s Zavvi.com which was the cheapest option). It seems we’ll have to return the faulty discs which complicates the compelte thing and will probably involve for paying the return shipping ourselves. Well, that SUCKS Paramount! Great remasters aside, this returning thing is way unconvenient – paying for s&h when it’s their fault and possibility of loosing the discs and never receiving the new ones (yes, that happens – just read the forums) is really a gamble for all involved (except for amazon & play buyers). What kind of customer service is that?

“Dear Star Trek fan,
Thank you for your enquiry.

The current situation with the replacement program is as follows:-
Product purchased from Amazon or Play will be replaced by your retailer. Replacement stock is currently being manufactured and should be available after 23rd August, (exact date to be confirmed). Your retailer will automatically send replacement stock to you as soon as it is available. Faulty stock is being recalled and will need to be returned. You will contacted about the returns process in due course.

If you purchased your product elsewhere, please bear with us until further details of your replacement program are confirmed. You will also be supplied with replacement stock, once it becomes available, and will be required to return the faulty stock.

Kind regards
Sony DADC, on behalf of Paramount Home Entertainment UK”

trekcore

I suspect that Paramount Home Entertainment UK will provide you with either a free shipping address or a stamped addressed envelope to return the faulty set in.

However, it may be worth you clarifying with Sony DADC. In a previous email, PHE(UK) stated that:
“If you purchased the box set prior to the recall, this will be replaced and will be made available free of charge. Please email stng@sonydadc.com for details regarding the replacement program. You may also call 01992 657 739 Monday-Friday between 9:00 a.m. and 5:30 p.m”
If I were you I would check with Sony DADC on that number to see what their position is regarding returning the faulty set to them. Please keep us updated what happens… from what I have heard so far, this whole process should be completely cost-free to the customer.

tigana

Thanks for the info. Obviously I’ll have to spend some time to make sure I get the replacement discs for free (that’s not clear in their generic email they sent to me). Since I’m in Slovenia and not UK, I guess that will complicate things. Anyhow, there is no way I’m shipping the faulty discs before I get the replacement. Will keep you posted.

trekcore

I see. The only other alternative I could suggest (if this doesn’t work out) is to contact the American disc replacement program. I have had reports from other customers that they have called them and they are happy to dispatch replacement discs for free internationally.

However, I’m still hopeful that PHE(UK) will sort out the problem for you! Best of luck!

tigana

This is the latest email I’ve received from Sony DADC after my concerns regarding returns:

“I am sorry if you felt that our previous email was misleading in anyway, however, this is all the information we have confirmed from Paramount so far.
There will be another press release towards the end of the month that will advise on how all other stores and companies will be planning to get the corrected items to you. If you would like to contact the place in which you bought the item from nearer the end of the month, they may have more information to offer you.
The stock will not be available to the companies until after 23rd Aug; however we do not yet have a date as to when it will be available to the end consumer for exchange. The process in which this exchange will be done, has also not been confirmed. “

trekcore

OK – sounds like they are still deciding how best to organise the disc replacement service for you. Let me know what happens!

GlovedAssassin

I contacted Zavvi via phone on 14th Augusut as I hadn’t heard anything from them and saw that Amazon/Play customers had received e-mails about the replacements. They said that the replacement would likely ship to me within two weeks and that I would not need a return the faulty discs.

trekcore

Yes – it seems as though different stores have different disc replacement policies. It all depends on where you bought it from whether or not they require you to return the original discs. Unfortunately, I don’t have a timeframe for the replacement discs yet – I’ve just been told that they are still working on getting the fixed discs produced as fast as possible

Matt Littledyke

I noticed on Amazon that they still have Monday as the rerelease date for the set but looking at what is being said by different people on here it may likely be mid September before the set is back on sale. Also if we do not have to send the faulty discs back what do we do with them

trekcore

Different stores may receive replacement stock at different times, Matt. Probably the best thing I could suggest would be to contact the store you bought it from (or will buy it from) and ask for a date from them.

Matt Littledyke

As it is Amazon I bought it from I will wait and see what happens.

tigana

I’m pleased to say that Zavvi positively responds to their customers in Europe (thank you Zavvi!).
I’ve received the corrected STTNG box set last week after this email:
“…I’m really sorry that there were problems with the stock for this
item and that there has been a delay in resolving this issue. We have
now received replacement stock from our suppliers and we will be
despatching a replacement to you inside the next 24 hours. We will send
an email when this has been despatched to notify you. In the meantime
please can you return the faulty item you received to the address listed
below…”

Riker

I was surprised that they didn’t fixed/replaced Datas (Spiners) Make-Up in “The Last Outpost” when he (Picard) pulls of the finger trap! The make-up went away with the trap! It’s an obvious mistake like equipment showing up on screen or something, isn’t it? In one of the last seasons Spiner is turning around a person laying on the ground. There’s even more obvious that the Make-Up just went until a low part of his arm cause his sleeve went up very high by turning the person around! It’s even more obvious and I hope they will fix that kind of obvious mistakes! Greedings from Germany

trekcore

Ah yes, I know the scene you are referring to. I think shots like that are technically very demanding to fix up. If it’s a simple case of equipment being visible, there are workarounds – they can crop the frame slightly or digitally erase them if the shot is relatively static and simple. However touching up Data’s fingers is not an easy job! They would have to edit the shot frame-by-frame which would take up a huge amount of time they would rather devote to other things in the project!

Riker

But in TOS-Remastered there is a scene where the belly of an robot/android has been “changed” in the remastered version in a way thats comparable to the finger thing, if I remember correctly! And in later TNG seasons there are even more obviously mistakes in Datas make-up! It would make me sad if they won’t give TNG-R the same attention like TOS-R! ..Did someone actually took a note of the scene with the make-up in “Last Outpost”, or are my eyes just to critical?

trekcore

TOS-Remastered had very different marching orders. That project was more about showing how TOS could be improved with today’s technology (producing the show that the team believed Gene Roddenberry would have wanted to produce had he had access to 21st century technology in 1966).
TNG-Remastered has a completely different motivation behind it. The team want to preserve the show in it’s current state because they believe fans are so familiar with it and all of it’s various nuances. That means not tinkering with the same sorts of things they tinkered with in TOS-R.
I noticed the scene with Data’s make-up also, and I’m sure there will be a few other instances where the hi-definition shows up imperfections like that. But they are there to stay!

Riker

Do you know why they took different marching orders on both series?

trekcore

I think part of the reason is that the original footage of the models in TOS doesn’t exist anymore, so the team had to build everything from scratch using CGI.
When it came to TNG, the original model shots are all still intact and can be re-scanned in HD resolution so they don’t require reconstructing using CGI.

Riker

Sorry for posting two times, but the comments appeared and disappeared on my screen some how

trekcore

No problem, the system automatically removes double posts after a while.

Matt Littledyke

In the season 5 episode Darmok there is a scene where a phaser strip is coming out of one of the forward torpedo tubes will this be corrected in the remastered version of that episode

trekcore

I’m almost certain that they will be fixing this mistake! It’s probably the most famous mistake in the series. After they fixed the energy beam in “Farpoint”, this is a must!

Matt Littledyke

I know it was asked earlier but what are the other minor errors that are being fixed in the set and will we notice the difference regarding this. Oops just noticed your earlier response to that.

trekcore

Yep – you’ll just have to wait to hear the official announcement! But the ‘minor errors’ that are fixed are certainly a nice unexpected bonus. I think most people will be pleased with them!

Matt Littledyke

Thanks for your reply can’t wait to see what they are. Hope they have found more missing footage.

XRayLexx

Amazon have stated they will be shipping out replacement discs as soon as possible. Do we have a roughy ETA on when the replacement discs will be ready? I’ve got an expensive Boxset gathering dust.

trekcore

I don’t I’m afraid. I think within the next few weeks you will definitely be hearing something – the original schedule for shipping replacement discs (from the U.S.) was August 10, so let’s wait and see!

Matt Littledyke

Thankss for your reply can’t wait to see what they are

Connor Thomas

I just called the number on the press release and asked when to expect the replacement discs and they updated their time to mid September. So do not expect anything in the mail until that time.

Chris Tyler

How many of you called in for the replacement disks? I am still waiting for mine.

infocynic

I just called and they said they had NO ETA. Guess I’ll just keep watching in DD 5.1 for now.

Guest

I’ll keep buying until we get ALL series’ remastered on bluray, no matter how many errors.

I do wish CBS would remaster the Directors Cut of ST1 though, so I can buy the movies box sets and them not feel ‘incomplete’ or inaccurate.

Billy Morris

I’ll keep buying until we get ALL series’ remastered on bluray, no matter how many errors along the way…

I do wish CBS would remaster the Directors Cut of ST1 though, so I can buy the movie box sets and them not feel ‘incomplete’ or inaccurate.

Matt Littledyke

Just Recieved an email from Amazon uk saying that my replacement has being ordered. Happy days.